Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Motivated and engaged agents—and happy, satisfied customers—aren't mutually exclusive in the contact center industry. In fact, customer experience (CX) and employee experience (EX) are two halves of a ...

Global enterprises adopt AI contact center AI as virtual agents and automation reshape operations and customer experience. BERKELEY, CA, UNITED STATES, January 5, 2026 /EINPresswire.com/ — AI Contact ...

Customer experience (CX)-focused firm NICE recently released its 2024 International Happiness Index, a benchmark for understanding consumer happiness. This comprehensive study, based on a survey of ...

Studies show that increasing customer retention rates by a mere 5% boosts profits by up to 95%, which highlights the importance of prioritizing customer service and delivering an exceptional, ...

Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...

A marketer’s job is a pressure cooker. They have to establish awareness, attract attention and stimulate demand for a company’s products and services—all with scant data. They compete with their ...